What We Have Here is a Failure to Communicate is by Tom Watson Ph.D.
Business Issue
Many people fail to realize their effectiveness as a manager or supervisors stands or fails on their ability to communicate. No matter what organization you’re in, department you lead, team members you have, or person you are…to manage is to communicate. The ability to communicate effectively helps build a well-oiled and productive organization.
Some Perspective
Consider warehouse manager Paul’s style: Paul barges into the warehouse in a heated rage, waving his arms wildly. He is incensed at the slow down in the days shipping as a major client order becomes delayed. Without asking questions, he begins barking orders to the shipping supervisor, Ray. Paul believes Ray should “light a fire” under the staff, and under the packing crew, so that the materials will be boxed quicker and ready for shipment. Ray tries to interject some valuable information to Paul to no avail. Paul turns and leaves in the same huff he entered with.
Had Paul been less dominant and overbearing in his style, he would have taken a moment to visit with Ray about the real cause of the slow down. He would have discovered that it had nothing to do with the packing crew and everything to do with a lack of supplies to fill the order.
What happened to Paul? He was a top performer on the shipping line and seemed to get along well with the team. But ever since he was promoted to warehouse manager, he has had a difficult time. How many Paul’s do have in your organization?
Great contributors do not automatically make great leaders.
Our experience has proven that the communication skills required to perform as an individual are fundamentally different from the skills critical to leading a team.
Here are seven warning signs that you may have a Paul on your hands:
– Uncontrolled emotional outburst.
– Acts like he/she is smarter than anyone else on the team.
– Gets angry fast, especially when someone communicates something is wrong
– Quits having team meetings in order to give more time for work
– Uses methods/programs for productivity improvement without getting input from the team
– In conversation with team members, he/she interrupts and dominates the conversation without showing concern for other members’ views.
– When you need him/her, he or she is usually unavailable.
A Solution
The supervisory skill level of first-line supervisors affects team member retention, overall productivity, and even profitability. It’s the relationship between team leader and team member, built on mutual trust and respect, that builds a strong relationship. It begins with effective communication.
In order to communicate effectively, make sure that you:
– See that communication is a two-way process.
– Construct clear, concise messages in the interest of the listener.
– Manage nonverbal behaviors to reinforce the intent of your messages.
– Listen actively to improve communication.
– Create a climate of open communication, which increases team members’ motivation and commitment.
Communicating this way will improve your relations with team members and increase productivity, and will ensure that you will not hear:“What we have here is a failure to communicate!”
Quote for the Day
“The greatest compliment that was ever paid me was when someone asked me what I thought, and attended to my answer.” – Henry David Thoreau
Tom Watson is an affiliate of The Training Bank and President of Watson Training and Development, Inc.